Sr Analyst

Technology, Data & Digital · IT Infrastructure & Security · IT Support · Help Desk

Smart Summary

AI-generated overview of this position

The Sr Analyst will provide L1 remote desktop support, troubleshooting hardware, software, and network issues within agreed SLAs. Responsibilities include diagnosing and resolving problems via phone, email, or chat, maintaining quality standards, and ensuring a positive customer experience through efficient ticket resolution.

Job Summary

To independently troubleshoot/resolve assigned tickets and provide L1 remote desktop support in adherence to agreed SLA and quality standards of the company.

Key Responsibilities

1. To provide level 1 remote desktop support to resolve tickets /provide hardware / software / network problem diagnosis / resolution via telephone/email/chat within agreed SLA of ticket volume and time.
2. To adhere to quality standards (voice and accent , Tech Monitoring), regulatory requirements and company policies.
3. To ensure positive customer experience and CSAT through First Call Resolution and minimum average handling time ( AHT), rejected resolutions / Reopen Cases.
4. To maintain high login Efficiency (Availability) for customers.
5. To update worklogs and follow shift/ escalation process to escalate complex problem to appropriate support specialists/route problems to 2nd and 3rd level IT support staff as the case be.
6. Work on value adding activities such Knowledge base update & self development.

Skill Requirements

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Other Requirements

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#L1 Support#Remote Desktop Support#SLA#Hardware Support#Software Support#Network Support#Troubleshooting#Customer Experience